Dorchester Collection Academy

Helping people to flourish

Let us help you transform your business by giving you the tools you need for inspirational leadership and the ultimate customer service experience.

 
+44 (0)20 7319 7590

About us

Dorchester Collection Academy is the first of its kind in the UK luxury hospitality market, offering bespoke learning programmes focused on leadership and customer service for other luxury businesses and aspirational brands.

Based in the heart of London’s Mayfair, our courses give people a taste of Dorchester Collection and an insight into our well-earned reputation for exceptional service.

Our state-of-the-art training venue offers a mix of open programmes, sound-bite sessions and bespoke training courses – from our own luxury business to yours.

The academy is tailored to suit the individual needs and requirements of your business through an immersive experience. Our expertise has been carefully crafted from the models and techniques used to develop the incredible teams at our Dorchester Collection hotels. It’s this in-depth understanding of luxury service in a luxury market that sets us apart and can work for you, whatever your industry.

OUR COURSES

Prepare to be inspired

From developing skills through group sessions and a series of open programmes, to bespoke courses created specifically for your company, we can find the right course for you.

Our style of delivery includes presentations, discussions, role-playing and a variety of activities to enable you to put into practice what you have learned. We can also create an unparalleled learning programme in partnership with our luxury hotels for a truly immersive experience.

OPEN PROGRAMMES
Our open programmes are aimed at groups or individuals looking to develop their skills in customer service and leadership.

BESPOKE PROGRAMMES
We can also tailor a programme to suit the needs of an individual or team. We recommend an initial telephone call, followed by meetings with our global director and head of programmes to discuss the requirements.
A bespoke programme can be created for one individual or an unlimited number of employees. It can include strategy, planning, leadership learning as well as customer service and executive coaching, all tailored to your unique business.

COACHING
We offer one-to-one executive coaching sessions to mentor and motivate individuals in their own personal development. A complimentary ‘chemistry session’ helps to find the right coach and establish the individual’s goals.
The coaching can be a stand-alone service or included in a bespoke programme if required by an individual or group or employees.

OUR COURSES

Prepare to be inspired

From developing skills through group sessions and a series of open programmes, to bespoke courses created specifically for your company, we can find the right course for you.

Our style of delivery includes presentations, discussions, role-playing and a variety of activities to enable you to put into practice what you have learned. We can also create an unparalleled learning programme in partnership with our luxury hotels for a truly immersive experience.

OPEN PROGRAMMES
Our open programmes are aimed at groups or individuals looking to develop their skills.

BESPOKE PROGRAMMES
We can also tailor a programme to suit the needs of an individual or team. We recommend an initial telephone call, followed by meetings with our global director and head of programmes to discuss the requirements.
A bespoke programme can be created for one individual or an unlimited number of employees. it can include strategy, planning, leadership learning as well as customer service and executive coaching, all tailored to your unique business.

COACHING
We offer one-to-one executive coaching sessions to mentor and motivate individuals in their own personal development. A complimentary ‘chemistry session’ helps to find the right coach and establish the individual’s goals.
The coaching can be a stand-alone service or included in a bespoke programme if required by an individual or group or employees.

SOUND-BITE SESSIONS
These highly interactive modules give people a thorough understanding of luxury service and the skills required to be an inspirational leader in a luxury market, no matter the industry. Each course delves deep into the topic for an exceptional learning experience.

OUR PROGRAMMES

Ultimate service experience

This series of programmes covers the key elements for providing luxury service to discerning customers. Our programmes are suitable for anyone who has an ambition to deliver world-class service.

Each of the ultimate service experience sessions are half day.

For expert advice and guidance on your development goals and finding the right training programme, please contact our team of specialists.

[email protected] Tel: +44 (0)20 7319 7590

Fundamentals of great service

Duration: half day

  • Verbal and non-verbal communications
  • Fundamental luxury standards
  • Importance of using the customer’s name
  • Exceptional welcome and fond farewell

Ultimate customer experience

Duration: half day

  • The customer journey
  • Customer experience vs customer service
  • Crafting perfect moments

Ultimate customer recovery

Duration: half day

  • Dealing with dissatisfied customers
  • Spirit of generosity
  • Personalised recovery
 

Fundamentals of great service

Duration: half day

  • Verbal and non-verbal communications
  • Fundamental luxury standards
  • Importance of using the customer’s name
  • Exceptional welcome and fond farewell

Ultimate customer experience

Duration: half day

  • The customer journey
  • Customer experience vs customer service
  • Crafting perfect moments

Ultimate customer recovery

Duration: half day

  • Dealing with dissatisfied customers
  • Spirit of generosity
  • Personalised recovery

Understanding luxury service

Duration: half day

  • Elements of luxury
  • Luxury mind-set
  • Moments of luxury
  • Your purpose and service

Creating brand ‘you’

Duration: half day

  • Your personal brand
  • Being emotionally intelligent
  • Small talk
  • Building rapport

Individual sound-bite sessions

Duration: Up 90 minutes

  • What’s in a name?
  • Make it personal, make it memorable
  • The ultimate welcome
  • Sense of luxury
  • The art of small talk

Download calendar for the customer service sound-bite sessions June to July 2018

Understanding luxury service

Duration: half day

  • Elements of luxury
  • Luxury mind-set
  • Moments of luxury
  • Your purpose and service

Creating brand ‘you’

Duration: half day

  • Your personal brand
  • Being emotionally intelligent
  • Small talk
  • Building rapport

Individual sound-bite sessions

Duration: Up to 90 minutes

  • What’s in a name?
  • Make it personal, make it memorable
  • The ultimate welcome
  • Sense of luxury
  • The art of small talk

Inspirational leadership programme

This series of courses reflects the qualities that have been proven to drive the results of our leaders here at Dorchester Collection.
These programmes will help individuals to develop their skills and qualities in order to maximise the performance and results of their teams.

Each of the inspirational leadership courses is a full day.

Luxury mindset: how to be

Duration: one day (suitable for emerging leaders)

  • Perceptions
  • Building your legacy
  • Self-awareness and management
  • Priority management
  • Resilience and composure

Managing luxury: how to act

Duration: one day (suitable for all leaders)

  • Living the values
  • Selecting and retaining your team
  • Leading your team
  • Leadership presence
  • What gets measured gets done

Luxury mindset: how to be

Duration: one day (suitable for emerging leaders)

  • Perceptions
  • Building your legacy
  • Self-awareness and management
  • Priority management
  • Resilience and composure

Managing luxury: how to act

Duration: one day (suitable for all leaders)

  • Living the values
  • Selecting and retaining your team
  • Leading your team
  • Leadership presence
  • What gets measured gets done

Inspiring luxury: how to create alignment

Duration: one day (suitable for more experienced leaders)

  • Creating a culture
  • Strategic thinking and planning
  • Creativity
  • Leading projects and change

Individual sound-bite sessions

Duration: up to two hours

  • Selecting your leadership style
  • Handling difficult conversations
  • Presenting your thoughts with impact
  • Priority management
  • Motivating different generations
  • Networking skills
  • Creating the ultimate employee experience

Download calendar for leadership sound-bite sessions, July 2018

Inspiring luxury: how to create alignment

Duration: one day (suitable for more experienced leaders)

  • Creating a culture
  • Strategic thinking and planning
  • Creativity
  • Leading projects and change

Individual sound-bite sessions

Duration: up to two hours

  • Selecting your leadership style
  • Handling difficult conversations
  • Presenting your thoughts with impact
  • Priority management
  • Motivating different generations
  • Networking skills
  • Creating the ultimate employee experience

Our academy is a unique learning environment where excellence comes to life, and we are honoured to have the chance to work with others to provide exceptional service, whatever your business.

Beth Aarons

Global Director, Dorchester Collection Academy

INSPIRING SPACES

Our academy has seven state-of-the-art training rooms, named after the destinations of our hotels, designed with the learning experience in mind.
All rooms feature high-speed Wi-Fi, flexible seating options and can be combined with further space for breakout meetings or a chance for delegates to network.
Room hire includes tea and coffee, a flipchart stand and paper, and projector and screen.

LONDON (BOARDROOM)

Size: 24m2 / 258ft2
Seated capacity: boardroom (10)
Facilities: video conferencing

Our boardroom, known as London, is the highest-spec destination of all our rooms, making it a suitable choice for hosting important meetings. It also has state-of-the-art video conferencing facilities and is situated nearest the communal breakout area.

BEVERLY HILLS

Size: 24m2 / 258ft2
Seated capacity: classroom (15), cabaret (15), theatre (35)

Like its namesake, our Beverly Hills room has bags of personality courtesy of its quirky layout, which gives the room a less formal feel. There’s plenty of wall space, so it’s particularly useful for attaching visuals such as brainstorming boards.

PARIS

Size: 42m2 / 452ft2
Seated capacity: classroom (12), cabaret (12), theatre (32)

A sleek look, as you would expect of Paris, this room has a glass panel wall and specialist acoustics for excellent soundproofing. It’s also designed to easily connect to its equally elegant neighbour, Milan, to form a larger space or breakout area.

MILAN

Size: 30m2 / 323ft2
Seated capacity: classroom (9), cabaret (12), theatre (25)

Milan makes a stylish statement with its clean lines and is popular for a classroom style set up, although this can easily be altered to any configuration you prefer. It also connects with neighbouring Paris to form a long single room if desired.

LOS ANGELES

Size: 45m2 / 484ft2
Seated capacity: classroom (18), cabaret (20), theatre (42)

Situated at the far end of the academy, this room benefits from a particularly secluded setting and we find that a cabaret or cluster formation works really well in here, especially when splitting into smaller groups of two or four people. Large groups also find it a useful starting pointing before breaking out into the neighbouring Paris and Milan rooms.

ASCOT

Size: 45m2 / 484ft2
Seated capacity: classroom (16), cabaret (20), theatre (40)

This is the largest of all our meeting spaces and features a floor-to-ceiling frosted glass panel running along one of the longest walls. The rectangular room lend itself to a u-configuration with plenty of space for the facilitator to walk around and interact with delegates.

ROME

Size: 44m2 / 474ft2
Seated capacity: classroom (16), cabaret (20), theatre (32)

Thanks to its square dimensions and spacious size, you’ll experience maximum flexibility in the seating configurations in our Rome room. There’s also a zig zag feature window looking out onto the spacious atrium for a really airy feel.

ROOM HIRE

Room hire includes Wi-Fi, projector and screen, flipchart stand with paper, and tea and coffee.
For full details, please download our price guide. To make a booking, please contact:
[email protected] +44 (0)20 7319 7590

MEET THE TEAM

Beth Aarons

Global Director

Tel: +44 (0)20 7319 7595

[email protected]

Ben Bushell

PA to Global Director

Tel: +44 (0)20 7319 7594

[email protected]

Karine Rodier-Gaggl

Business Development Manager

Tel: +44 (0)20 7319 7593

[email protected]

Learning and Development team

Gurjit Sandhu

Head of Programmes

Tel: +44 (0)20 7319 7592

[email protected]

Kate Entwistle

Programme Facilitator

Tel: +44 (0)20 7319 7596

[email protected]

Joel Louis Sequeira

Programme Facilitator

Tel: +44 (0)20 7319 7589

[email protected]

Let’s talk

Please get in touch and we can discuss what’s right for you and your business.

Call

+44 (0)20 7319 7590

Address

Dorchester Collection Academy
Ground Floor West, Lansdowne House
57 Berkeley Square
London W1J 6ER